I found this article written by a frustrated customer via my Google mail which I had alert for the keywords "Philippines Call Center." This I did so that I can keep up with what's going on with the call center industry in the Philippines. Click on the image, if you have trouble reading the text.
The customer, a lady who had a problem with her Kenmore refrigerator happened to reach a call center in the Philippines servicing Kenmore appliances and was extremely disappointed on how she was dealt with.
Notable in this woman's complain was how the agents argued with her about her warranty. The agents claim she only had 1 year when in fact she had 5. On her third try to speak with an agent, the customer service rep verified with the marketing department that indeed had a longer warranty.
Common mistake? Yes. Avoidable? Definitely. It took three people just to clarify the situation which was just half the battle for the customer.
Lesson to be taken: Study the situation first and reasonably argue as a last resort.
I wonder which call center takes calls for Sears here in the Philippines... hmmm... Telus? Convergys? ACS?
8 comments here!:
West Contact Svcs used to take calls for Sears until Feb this year...right now I think it's Sitel..hehe
CC u r ryt ...its sitel in one julia vargas pasig, a newly built(somehow its not yet completely constructed).. i feel sorry for the customer, tsk tsk..is this what sitel doing its job with sears.. i heard its closing now because of incidents like that.. i hope theyll make their mind.. customer service is customer service! no rudeness, fraud or scam allowed.. tsk tsk
I was a former agent on this said account i felt sorry for the old woman. there are really other agents who dont do their job properly they pretend they do but actually no, proud to say though i had bad calls before, I managed to do whatever is necessary...hehehe I miss being an agent for Sears hehehe
I would say Sitel promotes good customer service, however, the influence of the previous call center where this agent came from might be another thing to question... Who knows, a rotten tomato might be spoiling a basket of fresh ones... hehehe... - coach anonymous...
Horrible, just horrible....
Sears...you should be ashamed!!!!
I have a diabetes supply company calling me at 4:00am, 5:00am, then 6:00am. First call they hung up before we even talked. Second call they didn't know what was my local time was :(. Then when I told them they woke me up they ignored me and tried to keep selling me whatever they were selling. They said they were from some South Carolina company, but I could tell that they were a call center from the Philippines. When I asked them that they said we can't give that information out. If they call again I guess I need to listen to their sales pitch and get the contact information for the company they represent so I can complain....
This complaint and many others I have heard will certainly stop me from ever ordering from Sears again, it smacks of the bad service Canadians are receiving, as well from India and sympatico internet service. As a Canadian I am standing up for our jobs being taken away because of the almighty dollar. I refuse to buy anything other than what is local if I have the choice.
One or a few sorry incidents by a few erring Sears call center agents in the Philippines or anywhere else do not and should not reflect badly on Sears nor with the business relationship they have with an outsourcer. I was merely pointing a that simple mistakes like these can be avoided with due diligence.
I'm pretty sure Sears call centers, their outsourcers and call center agents largely are doing a good job else you would've not be hearing another voice from a Sears call center in this side of the world again.
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